商务英语课件-客户服务.ppt

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1、Section20CustomerServiceandSettlingClaimsI.MainPoints1.Whatiscustomerservice?2.Howcanyouoffergoodcustomerservice?3.Whatarethebasicprinciplesofmanagingyourcustomerservicedepartment?II.BusinessSayingsIII.CoreWordsandPhrasesIV.TypicalSentencesV.ParagraphWritingandTranslatingVI.Discussion

2、andAssessmentVII.AppliedWriting1.Whatiscustomerservice?Customerserviceisalsoknownasclientservicewhichmeansprovidingservicetocustomersbefore,duringandafterapurchase.Broadlyspeaking,itincludesaseriesofactivitiesdesignedtoraisethelevelofcustomersatisfaction–thatis,thefeelingthataproducto

3、rservicehasmetthecustomerexpectation.Inmanycases,customerservicelaysmuchemphasisonaftersaleserviceandismoreimportantifthepurchaserelatestoa“service”asopposedtoa“product".Customerservicemaybeprovidedbyaperson,suchassalesandservicerepresentative,orbyautomatedmeanscalledself-service.Exam

4、plesofselfserviceareInternetsites.Customerserviceisnormallyanintegralpartofacompany’scustomervalueproposition.Thedecreasingqualityandlevelofcustomerservicecanbeattributedtoalackofsupportorunderstandingatthemanagementlevelsofacorporation.2.Howcanyouoffergoodcustomerservice?Satisfactory

5、customerserviceisofgreatimportancetothesuccessofanybusiness.Manycompanieslosetheircustomersasaresultofpoorcustomerservice.Learningtoperformgoodcustomerserviceneedsmuchtimebutitisworthdoingthat.Toachievethisgoal,youneedtofocusonofferinggoodcustomerserviceandputbadattitudes,familyproble

6、msandotherpersonalissuesatthedoor.Customerscan’tseethemanagementofyourcompanybutyourcustomerservice,andinthiswaytheywilljudgeyourbusinessasawhole.Soyouhavetogreeteverycustomersincerelyandwithasmileandletthemknowthatyourememberthemandtheyarealwayswelcome.Iftheyhaveanyproblems,youwillha

7、vetogooutofyourwaytoresolveitwithapositiveattitude.Aslongasyouresolvetheissuequicklyandefficiently,theywilllikelycontinuetodobusinesswithyourcompany.3.Whatarethebasicprinciplesofmanagingyourcustomerservicedepartment?Ifyou’reabusinessowneryouwillrealizethatmeetingtheneedsandexpectation

8、sofcu